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New Member

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4 Messages

Mon, Aug 30, 2021 1:46 AM

Channels freezing on Firestick after AT&T rebranding to DStream

Anyone else having problems with some AT&T channels freezing after the rebranding to DirecTV Stream on 8/26/2021?

Seems to only happen with Firesticks.  I have all 4K Firesticks so if this glitch is not fixed I’ll have issues on all my TVs.

I have to say the first call I made to resolve this did not fill me with confidence.  They spent almost an hour trying to “find” my account before putting me thru to tech support.  I gave them my account number and address!

Then their tech support says it’s probably my ISP speed … WRONG!  I have gig speed with Verizon and can stream Apple TV, Netflix, Prime Video on the same Firesticks with no issues.

I tried to explain to them that some channels are worse than others.  Couldn’t watch the Yankees game on YES the other night due to the constant picture freeze.  I was able to download the YES app and watch that way with no issues, again with same Firestick.

They said they would get back to me but didn’t acknowledge that this issue was happening to others too.  They also said they “didn’t change anything” on 8/26 when the rebranding happened.  That is when the problem started so I don’t believe that nothing changed if I’m now talking to a DTV agent instead of ATT.

keithmv

New Member

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5 Messages

2 m ago

I had this issue before the switchover, but only had it on one firestick, and not the other firestick I own or any other device. I’m thinking you may be on your own with this problem, as they were never able to help me with resolution, and refused to acknowledge that it even is a problem. Others have had no issues with firesticks, but there definitely is a subset of users who experience this freezing. No solutions that I have come across, sorry. 

DIRECTVhelp

Community Support

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11.1K Messages

2 m ago

Hi @Keithmv, We appreciate you sharing the experience you have had with this situation.

For us is important to be updated with our customer's concerns, if you are still experiencing issues please let us know by creating a new post in your profile. We'll get it from there!

Thank you. Julian, DIRECTV Community Specialist.

New Member

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4 Messages

2 m ago

Thanks @keithmv.  Weird that DTV now wants to help you and still has not contacted me through this forum or email or the follow up call they promised.

Before I switched to AT&T TV I had been a long time DTV satellite customer.  I like not having to worry about the dish on my roof.  They have a good streaming lineup so I hope they can address this issue.

New Member

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4 Messages

2 m ago

Things that did NOT work:

- Restarting Firestick either thru menu or by unplugging it

- Uninstalling DirecTV Stream app and reinstalling it

- Changing various video settings

Here is what DID work to correct this glitch that only happened with DirecTV Stream:

1. Go to Firestick Settings

2. My Fire TV

3. Reset to Factory Defaults

4. Allow updates to Firestick when prompted

5. When promoted to copy all settings and previously installed apps from another stick, I declined- thought that just reinstalling the apps I use would be cleaner 

6. Install DStream app

7. Test by going to channel that had the most frequent picture freeze

This will totally reset the Firestick so you will need to reload any apps  that do not come with Firestick by default.  The Firestick will go thru some updates as well.  I have about 6 Firesticks and have done this on 3 so far and all is good.

Hopefully an update is not what caused this.  Would have been nice to have been given some guidance from DirecTV.

keithmv

New Member

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5 Messages

2 m ago

Rob, 

I followed those instructions today and guess what? Success!!! No freezing yet on my firestick that had the issue. Users always know best :)

Thanks, 

Keith

New Member

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1 Message

2 m ago

Absolutely having this problem with my Firestick TV household. CenturyLink is blaming DirectTV and DirectTV is blaming CenturyLink. Since I also have gig speed, it's definitely a DirectTV issue as I had ZERO problems streaming AT&T TV. I HATE DirectTV streaming!

I will have to do your factory reset on 6 televisions and wait for all the Firestick updates on all of them. What a WASTE of time!

(edited)

New Member

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4 Messages

2 m ago

Glad it worked for you Keith.  Customer service isn’t what it used to be.  Thanks for confirming the fix …

DIRECTVhelp

Community Support

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11.1K Messages

2 m ago

Hi @Catibbel! Here to help! 

We want to provide the best experience with your service and take a closer look into your concern, to further assist you please create your own post by clicking here.

We'll be more than happy to help!

Nathalia, DIRECTV Community Specialist.



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